Christine S. Williams, Mark N.K. Saunders and Roy V.W. Staughton
Highlights the increasing emphasis on customers and service quality in the new public sector. Emphasises the bias towards hard, easily quantifiable data and a focus on external…
Abstract
Highlights the increasing emphasis on customers and service quality in the new public sector. Emphasises the bias towards hard, easily quantifiable data and a focus on external customers in the measurement of service quality. Explores relationships through which grants for social housing are bid for and allocated and the programme managed. Reviews measures of quality in relation to understanding such service relationships. Offers the Service Template Process within a process consultancy framework as an alternative. Findings emphasise the importance of partnership between the Housing Corporation, Local Authorities and Registered Social Landlords (Housing Associations) in ensuring quality in the funding of social housing and the need for longer time scales for joint planning activity. The suitability of the process to help highlight issues critical to a service relationship is also discussed.
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Roy V.W. Staughton and Christine S. Williams
Pursues the concept of fit, defined as congruence between thecapabilities of an operation and the characteristics sought by themarket it was set up to serve. Traces the design…
Abstract
Pursues the concept of fit, defined as congruence between the capabilities of an operation and the characteristics sought by the market it was set up to serve. Traces the design, development and testing of the Service Template for illustrating fit in service organizations. The technique compares the actual service experienced by a customer with his/her expectations of that service and it is able to incorporate both soft and hard aspects of a service package. Reviews literature on visual representation of fit in manufacturing and service operations and examines the suitability of existing devices. Uses a case example to illustrate the mechanics of the technique which was tested in 33 situations and is now offered as generically applicable. Identifies areas for future research.
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Compiled by K.G.B. Bakewell covering the following journals published by MCB University Press: Facilities Volumes 8‐18; Journal of Property Investment & Finance Volumes 8‐18;…
Abstract
Compiled by K.G.B. Bakewell covering the following journals published by MCB University Press: Facilities Volumes 8‐18; Journal of Property Investment & Finance Volumes 8‐18; Property Management Volumes 8‐18; Structural Survey Volumes 8‐18.
Index by subjects, compiled by K.G.B. Bakewell covering the following journals: Facilities Volumes 8‐18; Journal of Property Investment & Finance Volumes 8‐18; Property Management…
Abstract
Index by subjects, compiled by K.G.B. Bakewell covering the following journals: Facilities Volumes 8‐18; Journal of Property Investment & Finance Volumes 8‐18; Property Management Volumes 8‐18; Structural Survey Volumes 8‐18.
Compiled by K.G.B. Bakewell covering the following journals published by MCB University Press: Facilities Volumes 8‐18; Journal of Property Investment & Finance Volumes 8‐18;…
Abstract
Compiled by K.G.B. Bakewell covering the following journals published by MCB University Press: Facilities Volumes 8‐18; Journal of Property Investment & Finance Volumes 8‐18; Property Management Volumes 8‐18; Structural Survey Volumes 8‐18.
Compiled by K.G.B. Bakewell covering the following journals published by MCB University Press: Facilities Volumes 8‐18; Journal of Property Investment & Finance Volumes 8‐18;…
Abstract
Compiled by K.G.B. Bakewell covering the following journals published by MCB University Press: Facilities Volumes 8‐18; Journal of Property Investment & Finance Volumes 8‐18; Property Management Volumes 8‐18; Structural Survey Volumes 8‐18.
Index by subjects, compiled by K.G.B. Bakewell covering the following journals: Facilities Volumes 8‐17; Journal of Property Investment & Finance Volumes 8‐17; Property Management…
Abstract
Index by subjects, compiled by K.G.B. Bakewell covering the following journals: Facilities Volumes 8‐17; Journal of Property Investment & Finance Volumes 8‐17; Property Management Volumes 8‐17; Structural Survey Volumes 8‐17.
Compiled by K.G.B. Bakewell covering the following journals published by MCB University Press: Facilities Volumes 8‐17; Journal of Property Investment & Finance Volumes 8‐17;…
Abstract
Compiled by K.G.B. Bakewell covering the following journals published by MCB University Press: Facilities Volumes 8‐17; Journal of Property Investment & Finance Volumes 8‐17; Property Management Volumes 8‐17; Structural Survey Volumes 8‐17.
Compiled by K.G.B. Bakewell covering the following journals published by MCB University Press: Facilities Volumes 8‐17; Journal of Property Investment & Finance Volumes 8‐17;…
Abstract
Compiled by K.G.B. Bakewell covering the following journals published by MCB University Press: Facilities Volumes 8‐17; Journal of Property Investment & Finance Volumes 8‐17; Property Management Volumes 8‐17; Structural Survey Volumes 8‐17.
Compiled by K.G.B. Bakewell covering the following journals published by MCB University Press: Facilities Volumes 8‐17; Journal of Property Investment & Finance Volumes 8‐17;…
Abstract
Compiled by K.G.B. Bakewell covering the following journals published by MCB University Press: Facilities Volumes 8‐17; Journal of Property Investment & Finance Volumes 8‐17; Property Management Volumes 8‐17; Structural Survey Volumes 8‐17.